Digitally Powered Utility : Digitally Powered Utility
15 | Building the digitally powered utility of the future An Australian perspective Customer's perspective Manager's perspective • Controls all energy needs, their car (which they can charge anywhere), wireless internet, and telco services from a single digital account. • Generates and stores own energy using solar panels and batteries and sells excess to other customers or the grid. • Lets utilities control some appliances such as air conditioners to access cheaper tariffs. • Controls their own home and appliances, depending on complex rules. I.e. The customer can allow their washing machine to search for the cheapest power in the next 24 hours and turn on when electricity is at its lowest. • Sells energy stored in electric vehicle when energy prices reach a particular threshold. • Controls their home's lighting and temperature using wearable sensor devices. • Switches retailers automatically and in real- time to fnd the cheapest source of energy and services. • Is educated about energy use to improve behaviours and protect the environment. • Brings together innovative products and services beyond energy to solve holistically customer lifestyle and business needs. • Proactively suggest innovative tailored solutions which change experience and lower costs. • Allows customers to manage their own transactions using self-service tools. • Solves customer queries proactively and communicates in a way customers choose (through any channel). • Predicts service disruptions ahead of time and informs the customer around next best action. • Initiates transactions with no input from a physical person and routes these into existing service delivery channels. • Knows intimately a customer's history, fnancial state and challenges and can respond in personalised ways to individual needs. • Knows in real-time competitor behaviours and can respond quickly with counter value propositions, including special situations like hardship. • Delivers on corporate responsibility priorities and customers' values. How might my future energy world change?